Business Customer Relations Agent at Centrica · Leicester

Business Customer Relations Agent Location: Leicester Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it. About your team: At British Gas, our mission is to sell it and mend it. We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint. As a Business Customer Relations Agent, you will be the first point of contact for our business customers, taking full ownership of their queries from initial contact through to resolution. You will manage inbound customer interactions via calls and chat, resolving complex account, billing, and technical issues while minimising disruption to customers’ day‑to‑day operations. You will also confidently handle customer queries and complaints, ensuring they are resolved efficiently and to a high standard. By delivering a consistently high‑quality, professional service, you will build strong customer relationships and drive positive outcomes for both our customers and the business. Salary - £30,044 + Quarterly bonus up to 16% of salary Contract – Permanent Location – British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ Working Style – Up to 8 weeks in office training (4 weeks training and 4 weeks Grad bay) with Work From Home opportunities post training (typically 2 days per month) OperatingHours – Monday to Friday (8am – 6pm) What You’ll Do Manage a blended workstream of inbound calls and digital chats from business customers, delivering a professional and efficient service Resolve complex customer issues at first point of contact wherever possible, taking full ownership through to resolution Communicate clearly, confidently, and empathetically across both verbal and written interactions Proactively identify opportunities for business growth and promote identified lead opportunities where appropriate Consistently meet performance targets, including Customer, Growth and Contact Centre productivity and efficiency objectives, whilst ensuring customers do not have to contact us again Promote Online Account Management, Direct Debit, and relevant products and services to support customer self‑service and retention Maintain accurate customer records, ensuring accounts are regularly health‑checked and updated Adhere to quality standards, regulatory requirements, and data protection policies at all times. What You’ll Bring A genuine passion for great customer outcomes Excellent written and verbal communication skills Overcome customer objections, professionally handling challenging situations A proactive, solution‑focused mindset, looking at root cause of customers issues and fixing Willingness to learn, adapt and share best practice Excellent problem-solving skills Team player with one team mindset Experience & Knowledge Previous customer service experience, ideally within a contact centre environment Previous knowledge of energy industry desirable Confident and resilient when handling challenging conversations or difficult customer situations Why should you apply? We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you. https://www.morethanacareer.energy/britishgas If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority. Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.